At XE, we live currencies. We provide a comprehensive range of currency services and products, including our Currency Converter, Market Analysis, Currency Data API and quick, easy, secure Money Transfers for individuals and businesses. We leverage technology to deliver these services through our website, mobile apps and over the phone.   

Last year, we helped nearly 300 million people access information about the currencies that matter to them and over 350,000 people used us to send money overseas. Thousands of businesses relied on us for information about the currency markets, advice on managing their foreign exchange risk or trusted us with their business-critical international payments.   

At XE, we share the belief that behind every currency exchange, query or transaction is a person or business trying to accomplish something important, so we work together to develop new and better currency services that put our customers first.   

We are proud to be part of Euronext Worldwide (Nasdaq: EEFT), a global leader in processing secure electronic financial transactions. Under Euronet, we have brought together our three key brands – XE, HiFX and Ria Money Transfer – to become the business that XE is today.  

The purpose of the Complaints Manager is to effectively manage customer complaints, ensuring the reputation of Xe is protected and that all complaints are handled within regulatory guidelines.  

Working closely with the wider management team and support teams across the business, the jobholder will lead from the front in ensuring a high-quality service is being delivered to customers. This will include providing feedback to managers on individuals and processes, highlighting any concerns and making recommendations for improvement. 

Our principles 

AMBITION - We dream big, try things out and always ask “why not?” and “what if?” We’re ambitious in our thinking and our delivery 

RESPONSIBILITY - We get involved, bring our perspective and are always open to new ideas. We take personal responsibility 

COMMUNITY - We value a sense of belonging, trusting each other and encouraging authenticity. We contribute to our community 

What you’ll do 

• Investigate and handle global level 2 escalated complaints (written and verbal) for consumers and small businesses through to resolution, in line with the approach and timescales outlined in the complaint handling policy. This includes taking live escalated complaint calls and making proactive calls to clients throughout the handling of a complaint.   
• Exercise own judgement in the specific approach to take with individual complaints (written/verbal, timing of contact) and making informed and well-reasoned decisions in the event of financial outlay (gestures of goodwill).  
• Assist Compliance/Risk with compiling cases and regulatory reporting.  
• Review any customer feedback and respond where required. Daily management of customer feedback (Trustpilot/CSAT/Delighted surveys), providing responses and analysing trends. 
• Provide monthly MI and associated commentary to internal parties on Complaints and customer feedback as required– including identifying key trends, conducting root cause analysis and making recommendations for process improvement as appropriate to prevent reoccurrence. 
• Complete any complaint logs daily, ensuring all data and commentary is accurately entered. 
• Assist team members in Care and other support teams with Level 1 complaint responses, ensuring responses are within required regional timescales, working closely with Supervisors and Managers to address any training or coaching needs of individuals.  
  

Success Measures/KPIs 

The quality of the complaint handling will be monitored via audits. 

The quality of complaint resolution will be monitored against complaint regulatory body decisions.  

Who you are 

• Previous experience of managing escalated complaints in a financial services industry is essential.  
• Excellent verbal and written communication skills are needed in order to understand a client’s complaint and explain complex processes in a clear, straightforward but effective way.  
• A solution focused approach is required to persistently follow matters through to resolution  
• A high level of drive and motivation are necessary to achieve results whilst working cross departmentally, providing feedback and managing expectations at all levels, senior management through to team level.  
• The job holder should be quality driven, ensuring accurate data integrity and adherence to all processes. A strong team worker is required, with the ability to build and maintain strong cross functional working relationships.  
• The ability to work under pressure is essential, as is being someone who is change orientated.  
• A strong team worker is required, with the ability to build and maintain strong cross functional working relationships.  

 
Desirable 

•  Experience of writing and presenting reports 

• Competitive market-based salary 
• Annual Discretionary Bonus 
• Superannuation 
• Healthcare 
• 20 days annual leave increasing with each year of service (capped at 25 days 
• Paid day off for your Birthday 
• Discounted Euronet Employee Share Purchase Plan (ESPP) 
• Plumm Mental Health and Wellbeing  
• Volunteering day for a charity of your choice 

We want Xe to be a great place to work and to ensure that our communities are represented across our workforce.  A vital part of this is ensuring we are a truly inclusive organisation that encourages diversity in all respects. 

At Xe we are committed to making our recruitment practices barrier-free and as accessible as possible for everyone.  This includes making adjustments or changes for disabled people, neurodiverse people or people with long-term health conditions. If you would like us to do anything differently during the application, interview or assessment process, including providing information in an alternative format, please contact us on [email protected] 

About us:

Established in 2007, CDC Data Centres is Australia’s leading operator of sovereign, secure, world-class data centre facilities.

Headquartered in Canberra with multiple facilities in the ACT, NSW and New Zealand, CDC’s diversified operations provide secure data centre configurations that support co-location, containerised and hyperscale compute environments with all campuses interconnected with high-speed carrier grade networks.

At CDC we are passionate about creating an inclusive workplace that promotes and values diversity. We believe that everyone’s unique experiences enable us to deliver meaningful benefits for our people, our clients and communities. Our mission is to attract, retain and grow the world’s best data centre team.

Our people are responsive, innovative and trusted in supporting our customers. Together, we configure the landscape to meet the security, reliability, connectivity and sustainability needs for today and tomorrow.

About the role:

We are looking for a Data Centre Manager who will be responsible for exceptional customer service and engagement to one of our key clients. The incumbent will ensure the site is operational, maintained and secured in line with best practice.

Key responsibilities include:

•      Monitoring of the Data Centre environment via DCIM Tools, including rack level temperature & power, chillers, generators, switches, pumps and Data Centre power.

•      Respond to Data Centre incidents 24 x 7.

•      Management of assets within the Data Centre by maintaining an accurate list of Data Centre racks and hardware via DCIM Tools.

•      Utilise DCIM Tools for capacity planning including physical space, power and network ports available in racks.

•      Data Centre patch management including providing support to the customer.

•      Data Centre security management including providing site access to people on the approved access list and escorting personnel during incidents and emergencies.

•      Providing Data Centre infrastructure maintenance by working with the customer to confirm that maintenance contractors have performed scheduled maintenance.

•      Contribute to Data Centre change management system inputs and action requests resulting from the change management system.

•      Provide clear communication to management and tower delivery teams on incidents within the Data Centre.

•      Perform approved Data Centre hardware installation, moves, adds and changes (IMAC).

•      Co-ordinate 3rd party suppliers to meet project deliverables in a timely manner.

•      Create and assist with the creation of service delivery and operational processes, procedures, and reports.

•      Deliver services to adhere to ITIL and define ITIL best practices that can be incorporated into the operational running of the Data Centres.

•      Provide support to the customer to assist with maintaining TIA-942 standards for the Data Centre.

•      Keep current on best practice for Data Centre facility management.

•      Meet CDCs service level agreements and assist the delivery team in meeting service level objectives.

•      Act as the central point of coordination for all Data Centre related incidents.

•      Follow correct site-specific delivery procedures and record management procedures to ensure information is accurate and handled correctly at all times.

•      Comply with CDC’s Policies and Procedures (including appropriate use of internet, probity, and employment conditions).

•      Other duties as directed from time to time.

About you: 

•      Experience providing services to Defence as part of Defence or Defence Industry.

•      Ability to rack server hardware.

•      Good knowledge of ICT hardware to assist with incident management.

•      An understanding of networking and communications over copper and fibre.

•      Ability to coordinate with multiple stakeholders.

•      Ability to travel when required.

•      Be available to work on call hours when required.

•      Maintain the ability to work flexible hours when required

•      ICT Hardware course or equivalent experience.

•      Mechanical or electrical course or equivalent experience.

•      Diploma in IT related course.

•      ITIL certification.

•      Understanding of TIA-942.

•      Data Centre Infrastructure Management related course.

Essential:

• Existing AGSVA Security Clearance at Negative Vetting 2 level.

How to Apply:

If you are looking to own your career and take on a new challenge in a fast-growing Australian Technology company and be part of our amazing team, please submit your resume and cover letter by clicking Apply.